The latest results issued by the US Bureau of Transportation show that although airline passenger complaints increased year on year, the numbers remain relatively low. Let's take a closer look at the figures to see which airlines are seeing an improving picture and those which are falling short.

The results are in

The US Bureau of Transportation (part of the US Department of Transport) has issued its latest Air Travel Consumer Report for the first quarter of 2022. The report, which covers the period of January through March 2022, examines various aspects of the passenger experience, such as delays and on-time performance. Still, it is the complaint figures that will catch the eye of industry observers and airlines alike.

As with all such data, there will be airlines patting themselves on the back for an improved performance compared with the same period in 2021. However, there will be others facing some stiff questioning over a sharp decline in their performance.

Complaints are on the rise

Overall the figures present a worsening picture between the two periods. During the first quarter of 2022, 6,760 complaints were registered out of just over 174 million enplanements, representing a figure of 3.87 complaints per every 100,000 enplanements.

The report defines enplanements as the total number of passengers boarding flights operated by US carriers who earn at least 1% of their revenue from US domestic passenger services.

In comparison, during the first quarter of 2021, there were 2,723 complaints logged from just over 94 million systemwide enplanements. Note that the figures for this period were severely reduced due to the ongoing COVID-19 pandemic prevailing during that time. This figure represents a rate of 2.89 complaints per 100,000 enplanements.

Passengers boarding Frontier Flight Wilmington Airport
Efficient aircraft turnarounds leads to happier customers. Photo: Denver Airport

Therefore, the difference in the comparative rates is an increase of 0.98 complaints per 100,000 enplanements year on year, a rise of around 34%. Although this figure is still low (anything less than a rate of 4 complaints per 100,000 is considered low), a few airlines will be taking the results very seriously.

Analyzing the latest results

Given the uniquely different operating environments during the two periods analyzed by the report, and the comparative size of the airlines listed in the report, there is little to be gained from examining actual complaint figures per airline.

However, if we look at the complaint rates per 100,000, it is much more apparent which airlines have improved their performance and those that have failed to do so.

In terms of the airlines with the lowest complaints during the period of January to March 2022, here are the top five ranked carriers and their complaint rates (shown as the number of complaints against 100,000 enplanements) -

  • Horizon Airlines (0.97)
  • Endeavor Air (1.22)
  • Southwest Airlines (1.22)
  • Skywest Airlines (1.23)
  • Mesa Airlines (1.37)

Meanwhile, the airlines with the worst complaint records for the same period are -

  • Frontier Airlines (13.70)
  • Allegiant Air (9.90)
  • Spirit Airlines (8.80)
  • JetBlue Airways (8.40)
  • United Airlines (5.04)
Southwest-Airlines-Boeing-737-MAX-8-2
Southwest appears in the top five US airlines receiving the fewest complaints. Photo: Vincenzo Pace / Simple Flying

As can be seen, there is a stark difference between Horizon Airlines at the top and Frontier at the bottom. While we can only speculate about the reasons for this difference, it should be remembered that the two airlines operate very different fleets, different airline models, and in different market environments.

It is also interesting to note from the results that among the 'big three' US carriers, Delta Air Lines has a significantly lower complaint rate per 100,000 passengers at 1.90 compared to American Airlines at 4.66 and United Airlines at 5.04.

No doubt those who concern themselves with such matters at American's Fort Worth, Texas headquarters and their counterparts at United's headquarters based in Chicago, Illinois, will be examining this data in detail to see where improvements can be made.

They will be keen to catch up with their competition at Delta, based in Atlanta, Georgia. Interestingly, the ranking between these three carriers is consistent with the same period in 2021, meaning that both American and United would appear to be struggling to make up the ground between themselves and Delta.

Horizon Air E175
Horizon Airlines is leading way with the lowest rate of customer complaints. Photo: Horizon Airlines

The improvers versus those with room to improve

As expected, some winners and losers can be pulled from the latest complaints figures. While some airlines have reduced the number of complaints they're getting, others have seen sharp increases in the number of complaints hitting their customer service center inboxes.

It is noticeable from the data that just 3 out of 17 airlines have improved their performance in terms of complaints per 100,000 between the first quarter of 2021 and 2022. This trio of carriers looks like this (with the corresponding drop in complaints per 100,000 emplacements shown in brackets)

Conversely, the five airlines that have seen the most significant increases in their complaint rates are as follows -

  • Allegiant Air (+7.61)
  • Frontier Airlines (+7.03)
  • JetBlue Airways (+3.79)
  • Spirit Airlines (+3.11)
  • Republic Airways (+2.29)
Hawaiian Airlines Airbus A330-243 N389HA (2)
It's hats off to Hawaiian which tops the list for most improved airlines in terms of the number of complaining passengers. Photo: Vincenzo Pace / Simple Flying.

A challenging operating environment

In this post-pandemic era, there are huge issues facing the worldwide airline industry as it struggles to find its way back to pre-COVID levels. Staff shortages are prevalent across the industry, and airlines in the US have not been immune to this phenomenon.

Cancellations and operational delays are rampant, and the frustration with the relaxing of rules regarding wearing face coverings earlier in 2022 to which this report relates have all conspired against airlines.

However, it is interesting that while some airlines have managed to improve their performance in terms of the number of complaints they are receiving, others have seen a significant rise. It will be equally interesting to see how those airlines seeing their complaint rates rise deal with the situation in what is already likely to be a challenging operating environment for the rest of 2022.

What do you think of the latest results, and what are your predictions for the remainder of 2022? Let us know in the comments.